IT Technical Support Engineer (contract)
Company: Nutanix
Location: San Jose
Posted on: January 23, 2023
Job Description:
IT Technical Support Engineer (contract)Information
TechnologySan Jose,CaliforniaReq.Num.: 23206 Nutanix is looking for
an IT Technical Support Engineer to be part of the Corporate IT
team in the USA. You will work in an exciting and extremely
fast/paced environment. You should have strong written and verbal
communication, solid hardware/software troubleshooting skills for
common desktop/laptop issues, IT infrastructure, and a
customer-focused mentality. Our overall goal is to provide a
world-class customer support experience that is hyper-focused on
efficiency. Key responsibilities:
- Front-line support for Tier 1,2 and 3 requests
- Ticket triage and acts as a single point of contact for
customers on escalations to the appropriate level
- Performing initial triage, diagnosis, and troubleshooting;
Proactively notifying customers of all incidents within SLA
guidelines Remotely resolving incidents within their capability and
implementing known solutions to known issues
- Responsible for working with other support specialists to
coordinate and quickly resolve customer issues; Providing regular
updates to customers as efforts for resolution progress
- Responsible for escalating issues to third parties and higher
technical and managerial support in accordance with expected
service levels
- Documenting all actions taken to resolve incidents in ticketing
tools; Ensuring the correct and timely closure and completion of
all incidents in ticketing tools
- Monitors incident status and escalates cases that are not
resolved in a specific time frame
- Other duties as assigned by management Ideal candidates should
have:
- Relevant work experience 2+ years in technical support or a
similar technical environment
- High level of understanding and experience with information
technology
- Ability to communicate effectively with all levels of
employees/management
- Must have a high technical aptitude, be highly motivated, and
be ready for a challenge
- Strong communication, documentation, and analytical skills
- The ability to handle stressful situations and tight deadlines
in a fast-paced environment
- Excellent English language verbal and written communication
skills.
- High level of Windows and MacOS knowledge - laptop imaging and
configuration, hardware and software issues troubleshooting
skills.
- Active directory and PowerShell knowledge
- Okta, ServiceNow, Slack, Office365, Gsuite administration
- Basic networking knowledge It's good to have:
- General knowledge of remote support technologies and
strategies
- Knowledge of service management tools for tracking ticket
- Knowledge of virtualization technologies
- Jira and Confluence administration
- CompTIA Network+, MCSA, CCNA Routing & Switching --Nutanix is
an equal opportunity employer.The Equal Employment Opportunity
Policy is to provide fair and equal employment opportunity for all
associates and job applicants regardless of race, color, religion,
national origin, gender, sexual orientation, age, marital status,
or disability. Nutanix hires and promotes individuals solely on the
basis of their qualifications for the job to be filled.Nutanix
believes that associates should be provided with a working
environment that enables each associate to be productive and to
work to the best of his or her ability. We do not condone or
tolerate an atmosphere of intimidation or harassment based on race,
color, religion, national origin, gender, sexual orientation, age,
marital status or disability.We expect and require the cooperation
of all associates in maintaining a discrimination and
harassment-free atmosphere.
Keywords: Nutanix, San Jose , IT Technical Support Engineer (contract), Engineering , San Jose, California
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